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Inspection Summary

Overall summary & rating


Updated 20 December 2019

About the service: This service provides care and support to people living in their own homes within the community. At the time of the inspection there were 155 people using the service.

People's experience of using this service: Staff were motivated to provide person-centred care based on people's choices, preferences and likes. People were supported to do the things they wanted to in the way they wanted. Staff dedication was praised by people who received care and their relatives. People were safe from harm because the provider had systems in place to manage safeguarding concerns and staff were appropriately trained in this area. Risks were managed safely but risk records had not always been completed effectively.

Sufficient numbers of staff were employed so that people's needs were met. People received effective support with their medicine. Guidance for staff on people's as and when required medicines was not always in place. People were supported to keep their homes clean and staff followed good food hygiene practice.

Staff were trained, skilled and well supported by the management team to do their job. people had good relationships with the staff who protected their rights to lead as normal a life as possible. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

Care records reflected people's current needs but required a more person centred approach. Records of peoples and relatives feedback showed us staff were kind and caring. People's privacy and dignity were respected. Staff promoted people's independence in all aspects of their life. Complaints and concerns had been responded to appropriately. Quality audits had been completed but some had been missed over the last 12 months. There was a registered manager in charge of day to day operations, whose office team were in regular contact with staff and people.

Rating at last inspection: At the last inspection on 8 April 2017 we rated the service Good.

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received, we may inspect sooner.

Inspection areas


Requires improvement

Updated 20 December 2019

The service was not always safe.

Details are in our Safe findings below.



Updated 20 December 2019

The service was effective.

Details are in our Effective findings below.



Updated 20 December 2019

The service was caring.

Details are in our Caring findings below.



Updated 20 December 2019

The service was responsive.

Details are in our Responsive findings below.



Updated 20 December 2019

The service was well led.

Details are in our Well-Led findings below.